Create a workflow

Create your own workflow to greet visitors on a page, route questions by keyword, ask for a rating, and more.

Before you start

Pro and Business plansNeeds: Workflows: Write

Create it

1. Go to Workflows and click Create Workflow.

2. Pick the channel it runs on, or Any channel. You can’t change the channel later, but you can copy the workflow to another.

3. Start from a template, such as AI agent first triage or After-hours auto-reply, or choose Blank workflow.

   A template opens straight away as a draft. For a blank workflow, carry on:

4. Type a Name.

5. Under What kind of workflow?, choose Talks to customers, or Runs in the background for a workflow that only tags, sets values, calls webhooks or adds notes. You can’t change this later.

6. Choose What starts this workflow? and fill in its settings, then click Create.

   You should see the workflow on the canvas, marked Draft.

Add steps

1. Click a step in the panel beside the canvas to add it.
2. Connect it: drag from an exit of one step to the next step.
3. Click a step to change its settings, then click Apply.

Some steps have several exits, such as one per reply button, or On resolved and On escalation for an AI agent. Connect each exit you need. See Steps you can add.

To change what starts the workflow, click the trigger at the top of the canvas.

Save your work

Click Save draft as you go. A draft isn’t live: customers get nothing until you publish. See Test and publish a workflow.

Common problems

Clicking Create Workflow shows “Build your own workflows”

Your plan doesn’t include your own workflows. You can still open and change your default workflows.